unclaimed offers
Turn geo location off

Choose a country to view the site from

Currently viewing from:

United States

ThePOGG.com – your source for reliable information about online gambling.


  • Over 2k complaints managed and $2 million returned to players.
  • The largest collection of detailed casino reviews available online.
  • Bonus value reports to tell you how bonuses really compare.
  • Detailed game guides to help you learn to play.

I certify that I am over 18 years of age and I have read and agreed to the:

We respect your privacy and won't share your email address.
[X] Close this form and return to site

Mr Play – self-exclusion issue/refund.

Ruling

Found for the Player - Under the MGA license a self-exclusion only carries over to other properties on the license if you explicitly ask for this to happen.

Read our Mr Play Casino Review.

Player's Complaint

First of all i would like to start out with that i'm a compulsive/addict when it comes to gambling and i have trouble knowing when to stop.

So here is my story on what happened.

20.10.2019 i had urges to gamble. So i signed up to mrplay and deposited for a total of 2600 nok. the next day i find out that this site is under the same license as a sister site i am currently self-excluded from. With this information i go into live chat support and tell them this, and i also ask for a possible refund.

I also ask how it is possible for me to sign up on their site when i am self-excluded on their sister casino(karamba).

the first response i got was something along the lines: thanks for bringing this to our attention we take responsible gaming very serious and so on...

the agent then tells me he will close my account and send it to the right management and i will recieve an email on the matter.

about 5 days layer i get my answer through email saying: since there is no proof of any problem before 21 no refund will be issued.

I then go into live chat talking to different live support agents to ask about this.

I get a lot of different Answers to my questions that i feel contradict each other.

some of the agents straight up just closed the chat after awhile.

i cant remember all the details right now so i might be missing some information.

I'm asking if you could help me get this sorted,as i feel i got a lot of inconsistent answers as to why i'm not eligible for a refund.

one example is the fact that using the self-exclude option doesn't mean i have an issue with gambling, well then why is it even there? what purpose does it serve then?

If i had won a large sum of money, i am pretty sure it would have been void?

If i'm the one in the wrong i will own up to it,i have no issues with it,i would just like a more concrete answer/i feel the reason is not correct.

Read the casino review

4 Responses

ThePOGG
Oct 27, 2019

Hi 9ko - welcome to ThePOGG.com!

As we are the ADR for the Apsire Global license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Moving on to your complaint specifically - how did you exclude at Karamba?

Thanks,

ThePOGG

9ko
Oct 27, 2019

Hello ThePOGG!
Thank you for the reply.
if i remember correctly i think i did it through the site and not via livechat but i'm not 100% sure.
i went and asked karamba live support to see if they could check and they said:Nej. Dog kan jeg se at du har meldt at få din konto lukket a ansavaligt spil grunde, fra et andet casino i vores netværk hvilket du har gjort igennem chat. Det kan jeg dog desværre ikke tjekke her da det ikke er gjort fra dette casino.
google translate:
No. However, I can see that you have signed up to have your account closed for decent gaming reasons, from another casino in our network which you have done through chat. Unfortunately, I can't check that here as it is not made from this casino.

so whatever that means.

ThePOGG
Oct 29, 2019

Hi 9ko,

Under the MGA license - which is the one that is relevant here - self-exclusions only apply to the property they are requested at unless you explicitly request that the exclusion be carried over to other properties on the license. As such, unless you have told Karamba to carry your exclusion over it would only apply to your Karamba account and would not restrict your ability to sign-up with MrPlay.

Thanks,

ThePOGG

9ko
Oct 29, 2019

Hi thePOGG.
Thanks again for the reply. I was not aware of this,so thanks for the clarification and for the straight answer.

It's hard to keep track of all these different licenses and "rules". anyways,
thanks again!
-regards
9ko.

Leave a Reply

You must be logged in to post a comment.

Agreement

9ko consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Mr Play
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Aspire Global International Ltd

October 26, 2019